Features

Virtual Office Features

 

Call Forwarding

Call Forwarding lets you forward your extension to a cell phone, regular telephone or another employee.

When you leave the office, you can forward your extension and receive your calls anywhere.

Caller ID

This feature lets you see the name and number of the person calling you before you answer.

You can also use this feature to display your company’s name and phone number when you call out.

Conference Calling

Connect your staff or clients together so that you can hold team meetings or demonstrations.

Our VoIP phones natively support up to three parties on a conference call

Call Parking

Call Parking allows you to park a caller so that another extension can retrieve the caller held in the parking lot.

Call Block

Easily block your caller ID information from being displayed to the party you are calling.

This feature is helpful when you wish to temporarily mask caller ID for privacy reasons.

Business Hour Rules

Easily set the days and times during which callers can reach your staff via phone.

You can use Business Hour Rules to create different phone call behaviours based on day and time.

Company Phone Directory

You can set up a company-wide phone directory which lists the names and numbers of commonly

called vendors, clients, or staff. To use this feature, select ‘Administration’ and then ‘Phone Directory’ from our web portal.

Custom Hold Music

While callers are waiting to be connected to a department or are waiting on hold for the next available

representative they can hear music or promotional messages.

Do Not Disturb

DND mode routes any calls to your extension to voicemail.

This is a useful feature if you are busy meeting with a customer or co-worker and do not want to be interrupted.

Follow Me / Find Me

Follow me allows you to redirect a call that is placed to one of your extensions to another location. You can program the system to ring the extension alone for a certain period of time, then ring some other destination(s), such as a mobile phone or a related extension, and then go to the original extension’s voicemail if the call is not answered.  Follow Me can also be used to divert calls to another extension without ringing the primary extension.

Free Calls between Staff

You can make free calls to other employees simply by dialing their extension.

It does not matter where that employee is located – you will not have to pay long distance charges or incur any type of cost.

Hunt Groups

A hunt group is a list of employees that should be called when a caller chooses a department.

The customer is first placed on hold with music and then the system begins to “hunt” for someone to answer the call.

Keep Your Phone Numbers

Transfer your established numbers when you switch to our service.

We can transfer numbers from most areas throughout North America, with no interruption in service.

To determine whether your numbers are portable, please speak to your Mainstream Digicom Phone representative

Message Waiting Indicators

The message waiting indicator is a light which flashes on your phone whenever you have a voicemail waiting for you.

You will also hear a broken dial tone when using the telephone which lets you know that you have a message waiting.

Operator Extensions

A single employee or group of employees can act as the operator for various departments or the entire company.

Any time a customer needs help or wants to speak to someone immediately they can press 0 to be connected with the operator.

Fax Service

With Mainstream Digicom’s Phone’s Fax service, you get a dedicated fax telephone number and automatically receive your faxes in your e-mail inbox.

There is no need for a fax machine. You can also send faxes digitally, through our customer account interface.

IVR (Interactive Voice Response)

Quickly connect customers with agents and streamline customer flow with the Interactive Voice Response (IVR) feature.

IVR is a critical component of any contact center, allowing customers to get quick answers to simple questions and

helping companies identify the right resource to help a customer with a given issue.

A prerecorded “menu” system that can be used to direct callers to different departments or employees within your company.

VQ (Virtual Queuing)

VQ lets your customers leave a message and a callback number and get a callback when an agent is available.

Agents get a screen pop telling them who the customer is, as well as an optional voicemail of the customer describing an issue.

Call Recording

Call recording can be used for a various reasons, improve customer service quality,

train new contact centre agents, for compliance or as a record of a phone transaction.

Real-Time Monitoring

Real-Time Monitoring has a lot of benefits for managing your business or call centre:

  • Supervisors can stay on top of what’s going on without being tied to their desks.
  • Supervisors access can be limited to the specific group of agents they manage.
  • Supervisors can barge-in to the call in progress if assistance is required or provide suggested answers through chat.
  • Track, improve and ensure quality of the call centre, performance customer service and sales.

Hosted PBX

Hosted PBX allows you to integrate your headquarters, remote offices, and outsourced locations in to a virtual call center.

Your staff will operate seamlessly as one team and enable you to access talent outside your geography, eliminate overtime costs, and reduce overhead.

A Hosted PBX lets employees work from their home, a hotel or on their cell phone while still being connected to the same

office telephone system. Just like a Fortune 500 telephone system, you can transfer callers, put them on hold with music,

set up conference calls or have the phone answered by an automated attendant who can direct callers to different departments.

This technology allows small and medium-sized businesses to have a sophisticated telephone system without the investment in telephone equipment.

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